Date of Conferral

2023

Degree

Ph.D.

School

Psychology

Advisor

Barbara DeVelasco

Abstract

Many research studies have been conducted on the effects of high-stress emergency calls on emergency personnel, such as police officers and firefighters. However, research was lacking on the effects of high stress calls on 9-1-1 telecommunicators. The purpose of this qualitative case study was to determine how 9-1-1 telecommunicators perceived and responded to high-stress emergency calls. The theoretical framework was based on Bandura’s self-efficacy theory and social cognitive theory. The study was guided by three research questions that focused on (a) the short- and long-term effects of stress experienced by 9-1-1 dispatchers, (b) the aspects of calls that telecommunicators perceived to elevate their stress levels, and (c) the strategies telecommunicators employed to maintain their psychological well-being. Data were collected via semi-structured interviews with six 9-1-1 telecommunicators with varying levels of experience. Thematic analysis was performed using Dedoose. A total of four themes emerged, including effects of delivering first-aid during calls, causes of dispatcher stress in 9-1-1 telecommunicators, strategies to mitigate dispatcher stress, and preparation for the job. Ten subthemes were also identified, including: short-term effects, long-term effects, staffing-related stress, call-related stress, most stressful calls for individual dispatchers, focus on the task and step away, when necessary, physical techniques, organizational efforts to help dispatchers manage stress, and training. In light of the emotional labor and vicarious trauma often experienced by 9-1-1 dispatchers, positive social change may result through agencies implementing programs and training to better prepare these professionals, using proactive wellness and stress management strategies.

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